Documentum or Alfresco – Claims Processing with HPI

We just finished a prototype for a client with a very interesting “slip and fall” Insurance Claim scenario with our High Performance Interface (HPI). A screencam of the prototype is available within our Learning Zone. This post will discuss some of the components in HPI demonstrated in the video as well as some hints for items coming soon related to Claim Processing.

Claim Processing – Folder Notes

On major difference between the HPI approach and other document management approaches is the ability to see all the activity within the claim folder. For most clients, this activity will be presented in newest to oldest order so a Claim Analyst can quickly see where the Claim stands. HPI is fairly unique in that the folder notes are stored within the folder as notes only visible on the notes screen and not as documents.

Claim Processing – Add Document, Email, Upload, Scan, Video, Bulk Import

One of the major components of claim processing is the ability to get content quickly and easily into the claim folder from a variety of sources. HPI provides quick navigation to the Claim folder and then an “Add Document” folder action. Add Document in HPI provides several options for adding files including:

• Drag and Drop Files – available from any location on the desktop to the browser window. Supports multiple files with the ability to add meta-data and tags to the individual documents while certain attributes (ex: Claim Number) are inherited from the folder. There is no limit on document sizes and large video can easily be ingested.
• Drag and Drop Email – provides the ability to drag a MSG file from the desktop and have the folder identify the document as an email. Attachments are stored as separate files. In the new release, the attachments will have the ability to add meta-data tags to the attachments as separate objects while still allowing the objects to be tied to the emails.
• Select File(s) – Similar to Drag and Drop, items can be selected with the browse button. Supports multiple files as well.
• Scan File – Via our integration with Dynamsoft ImageCapture Suite, paper files can be scanned in via a TWAIN supported scanner from the desktop. Images can be adjusted before import using Dynamsoft’s tools. Additionally, ImageCapture Suite has an OCR component that allows us to index scanned documents into the repository as full text searchable. We typically store all scanned documents in PDF for easy viewing.
• Drop Off Scan – this is one of the new items demonstrated in the video. The user with paper can key in the detail for the document to produce a barcoded cover page. HPI creates an object in Documentum or Alfresco but doesn’t attach the content. The user would “drop off” the document with the cover page for later scanning with a batch environment or via supported multi-function scanner (Ricoh was our client example).
• Future – 3rd Party Email Links – one item we are adding for a client will include the ability to drag and drop an email containing links to documents and folders from a cloud service (Google, Microsoft, GlobalScape, Box.net….) rather than attachments. These items will be automatically ingested into the system similar to how email attachments are added today.

Claim Processing – Viewing and Annotating Documents

HPI is built around the ability to quickly view Claim folder content. Some examples include:

• PDF Viewing – in order to quickly view the document, the ECM repository converts the majority of document types (Word, scanned image, Excel…) into PDF for quick viewing within the browser window.
• Side by Side Viewing – one major feature of HPI is the ability to view documents side by side or leverage additional external monitors. This can be handy for viewing related documents. For example, a Claims Processor can view a Loss Report at the same time as the Policy Contract.
• PDF Annotations – HPI provides browser based annotation capabilities via OpenAnnotate. If the browsers is configured with the Adobe plugin, the annotations are viewable when the document is displayed in HPI.
• Side by Side Property Viewing – Properties for a document can be viewed or changed while viewing the document.

Claim Processing – Email Documents

One key time save in Claim processing was the ability to quickly send an email from the system to an external party and have it automatically recorded within the system. This was key component three years ago for a client as we mentioned in this post.  HPI provides the ability to:

• Initiate an email from the folder to type in To, Subject, Message and attach one to many documents. The email will appear be automatically in the folder, be from the user, as well as documented within the Correspondence section of the folder and included in the Folder Notes/Audit Log.
• Initiate an email from a specific document to have it automatically attached. The interface is the same as the folder email but has the selected document attached. Additional documents from the folder can easily be attached.
• Future – Attach to third party – We are adding logic for a client that will be consistent with the outbound email but attachments will be stored in the cloud. Links to the documents will be in the email rather than an attachment of the document itself. The functionality could automatically expire the link in a certain number of days as well as alert and store in the audit trail for the document when the document was accessed and by whom.

Summary

For interested readers, relevant videos include:

• HPI 2.2 Insurance Policies and Claims
• HPI 2.2 Insurance Claim

HPI has been developed with capabilities and functionality designed with our insurance clients. One item we didn’t discuss was how we are aligning HPI to existing Claim/Policy database driven system.  Look for updates in a subsequent post.

Let us know your thoughts on other capabilities you would like to see in HPI.